Resources in Service Catalog
I'm currently looking at overhauling our Service Catalog within ServiceDesk+. Specifically I'm looking at the "Resource Info" section. On the right there is an option to Add Resource. In this screen, you can also edit the existing questions by clicking the Edit option. For example, this drop down menu, you can add or remove to the highlighted area. 2 things I need to know: 1) I can't seem to find a way to delete the actual resources themselves. I can add news ones or edit existing, not delete.
Forms
Hi, is it possible to create forms in the service desk for managers to fill in such such tasks as new user creation with mandatory criteria they can fill in and on submitted it logs the request?
SDP update from 9.1 9121 to 9.2 9200
I update SDP version as in subject and system looks to be working fine after several tests of functionality. In log file I notice a huge amount of entry like (also in attachement): First: [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: [JBOSS] SecurityAssociationValve: default, runAs: null| [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: 64476548 [http-bio-0.0.0.0-8080-exec-312] INFO org.jboss.web.tomcat.security.SecurityAssociationValve - default, runAs: null Second: [10:32:35:020]|[11-27-2017]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[869]|:
Request creation through email not working
Hello, I tried to enable "Request creation through email" but it's not working. First I checked the box for "Disable new request creation through email" and specified the allowed emails and domains. I saved, stopped and restarted the email fetching. It didn't works. Second step: I unchecked the box. Same result. In both cases, the error is: "Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email..." I checked if the above modification are made in "IncomingMailServer"
Assign an Incident Template to Multiple requests
Hi, is it possible to assign an incident template to multiple requests without having to into each request and select it?
Requests View For Technician
Is there a setup like is Requester user to view all their department requests for Technicians? I can only see All in group setup in roles when setting up technician users.
Reply not working
Hi, When trying to reply to a client from a web browser, the reply wont send, I click send but nothing happens, reply box just stays their. Email configuration is setup correctly as it sends emails out about tickets being logged, overdue reminder etc. Replying option works fine on ios app. I have tried IE & Chrome on both Win 10 and Sever 2012R2 Operating systems. Any ideas?
Field and Form Value rule tab is not visible on Default Incident template
Hi Team, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory. I found link on community for this ---- https://pitstop.manageengine.com/portal/community/topic/prevent-to-uncheck-tasks-when-creating-a-request-from-a-request-catalog But when I am opening Incident Template --> Default Request, I am not able to see Field and Form rules tab. My Manage Engine SDP Version is 9.0 Build 9049. Could you please guide me. Thanks, Amol
Support Contracts
Good afternoon, What is the best way to manage support contracts? A customer buys 10 support tickets and for each incident we discount to this contract x support tickets. How is the best way to manage this process in Service Desk? Thanks for your help.
PM task template uses wrong template type
The preventative maintenance task template uses the incorrect template set - instead of using the task template as is stated on the page, it is using the incident templates. Is this a known issue?
Exclude/Include IP on asset domain scan?
Hi, Im new to SD+ and have a question regarding exluding IP using domain scan. Using asset domain scan it appears that you can exclude assets on IP. How does that work? Does it grab IP info from the AD? Does it grab all devices from AD and then try to reach them on network and exlude the "wrong" IPs? What happens if a AD device is offline, is it added with scanned failed just with name? Thanks, Regards, Per
Connect SDP with PowerApps
Hi All, Is it possible to connect SDP with PowerApps? Has anyone ever done this before? Cheers, Eko
Create date for Incident templates
I have a script that lists all of our custom Incident templates and their resolution: SELECT rtl.Templatename "Template Name", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 Could this be modified to include the date the template was created?
Explain between Incident, Incident Request and Service Catalog
Refer the attached file, I would like to know that what's different Incident, Incident request and Service Catalog on SDP system? I knows the service catalog is kind the request new service such as install software etc. but I am not sure about the Incident and Incident request. Please assist me to clearly this.
Helpdesk Customizer Status on Version: 9.3 Build 9329
I created a custom status under complete section called "Read Response". When i add a resolution and use the new custom status, it does not send email notification to the requester. How can a requester get an email notification resolution using custom status? Kindly, check the attached file.
Query - Top 5 subcategories used
Can someone help me with finding how to break down known issues? I believe the best way would be utilizing the category system and listing the top five subcategories used for the past month. Requirements: Requestor, Title, Description, date opened Only top five subcategories used, sorted by date opened.
Set up approval flow for service catalog
Hello Team, I failed to find a proper configuration to achieve this business requests Service Catalog A needs 3 stages of approvals Stage 1. Line manage approval Stage 2. Any of following - Mr. A - Mrs. B - Mr. D Stage 3. CEO Could you please help to point out how to achieve this on ME- Servicedesk Plus? Thanks, Eric
Task Queue Query
A really general question. Has anyone created Task queues before and can you explain to me how to do this?
Scripts do not run when changing template
We are current running Version and Build: 9.2 Build 9221, however we have a test environment in 9.3 Build 9326 There seems to be a major difference in the way Field and Form rule scripts are executed in 9.3 compared to 9.2 To illustrate, I added a script that pops up an alert saying "hello" in one of our templates: In 9.2: Create New Incident. By default the Defaul Template appears. The script is not present in this, so nothing is expected to occur: Next I switch to the template with the script.
System Log Viewer Maintenance
Looking for a way to delete/maintain the system log viewer, I currently have over 3.3 million entries and it will take several hours to delete 250 at the time(max number of entries able to select). I tried clicking on "Delete All" and a few times crashed the server and the last time, seemed to be working but after several hours did not delete any record and system was unresponsive during this time. is there any other way to maintain or manual way to delete this log? ManageEngine ServiceDesk Plus
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Requester Report Access
Can a requester have access for the creation or generation of reports?
How to consider collaborators' time in reports?
Good evening, dear community. Writing to you from Russia. Our company have ManageEngine HelpDesk. (If what ServiceDesk NOT PLUS (No servicedesk in categories)) System admins receive a salary directly proportional to the number of applications of Users. But there is a problem. Let's say SuperDirector wants to open a new office. He writes to HelpDesk. First the application is accepted by a manager, who buys equipment. Then he redirects an application to a man who buys a PC/Keyboard. And then this
Which log file will show the team member a request was originally assigned to?
Hi, As above. Trying to see which team member a request was taken from and then merged with another request. Thanks in advance
Merging Sites
Hello I would like to ask is there any way to merge to existing sites or move all tickets, assets, tasks etc. that are in one site to another ? How to approach this challenge :) ?
Customizing the Request Details page
Hello, Is there a way to customize the Request Details page? I have customized my default incident template and the customization shows up on the Edit Details screen, but when I look at the Request Details of an incident created with this template, the grouping of the fields is different. Isn't this supposed to match what was customized or is there a way to customize this screen?
Unscheduled Projects & Milestones Report
Hi there, I am looking to report on Unscheduled Projects & Milestones in one reports. I.e. Project Title 1 - All associated Milestones Project Title 2 – All associated Milestones etc... Any ideas? Thank you
Service desk smtp not working
Our service desk is currently not sending emails to recipients outside my organization, what could the issue be?
Problems with Business Rules / Templates across different Sites
Hi all, I'm trying to automate some tickets with business rules, but having a problem. To explain our set up. We have multiple "regions" across the world, each with their own Service Desk group (which are separate to each other in terms of technicians, location etc) As an example, our Default Settings cover all of our sites in the UK. We have a UK helpdesk address (that autoforwards into ServiceDesk+). Under the default settings we have a Business rule that checks whether the requester emailed
Viewing the permissions of the System Default technician roles
I'm in the process of reviewing the custom Technician Roles we have created, and identifying any that are no longer required. When I view a custom role, I get a breakdown of what they can and cannot do in each module, as well as any advanced permissions: . I suspect that many of the roles we have created, are already covered by some of the System Default roles (SDAdmin, SDChange Manager etc). However, I am unable to verify this as there is not currently a function to view the permissions of the defaults
Comma in attachment file name
Whenever users attach a file that has a comma on the file name, the request gets created but the attachment is missing. The history tab also displays "No records found..." Is there a fix for this bug?
Field and form rules stops working when changing template
Hi, I've noticed that field and form rules stops working if you change template when creating a new incident request even if the template you are changing to has field and form rules. This applies to both requesters and technicians. 1. Start by creating a new request from a template that has field and form rules applied 2. Before adding the request, klick change template and select another template with field and form rules 3. Now all field and form rules are bypassed. SDP 9327, MSSQL
Approver Inquiry
Can there be a setup where the request approver can inquire more details or ask questions to the service requester before he/she approves the request instead of rejecting the request?
SMS gateway API "playsms"
can i integrate service desk plus with any SMS gateway API, i'm asking because the service desk have only 3 provider built in the admin page. i need to ingrate with playSMS
Request Catalog - new issue form issue
On the self server portal site we are having an issue where a service requests form details are being displayed when opening a new issue. We have the option 'combine service and incident templates' disabled under General -> Self Server settings. If we click on the 'Report an Issue' it opens a blank incident template -- screenshot 1 (expected behaviour) If we click on 'New Issue' a blank incident template appears but another forms description is displayed - screenshot 2 (not expected) The form description
Help with Business Rules
I need assistance with Business Rules module. I have created a rule for a specific kind of tickets and cannot get it to run as I would like to... actually, nothing happens with the ticket. I have tested to enable Turn on cascade execution and Override request values with Business Rule values with no luck - the ticket will still end up in our default view and not addressed to correct technician. Please have a look in the attached screendump. Best regards, Per Hillerström Carlanderska Sjukhuset
Notification to technician when request is unpicked
Hi, We have enabled "Send notification to technician(s) when a request in this group is left unpicked." in our support groups but it does not seem to work at all. Anything I have missed? We do not experience any issue with "Send notification to group technician(s) when a new request is added to this group." BR, Per
v9324, the custom_style.css won't load in the admin view
Hi there, with version 9324, the custom_style.css won't load in the admin view, all other views are OK. Is that correct, or a bug? Thanks for any help here. StefanS
step by step to activate SD plus
Hi there, I am a new be for SD Plus, anyone can help me to give link tutorial step by step to activate and setting SD plus for the first time? Many thanks Mustakim
ServiceDesk Plus Report with Group by Custom Field
I've created a custom field for a service template and would like to be able to generate a report that groups by this field. I noticed that some custom fields show, but not this particular field. I tried to edit the query to include the field as a grouping, but that fails. It even fails when without any edits.
Next Page
